Why are family trees freezing?
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Does anyone here know why exactly family trees (including individual profiles) are no longer being displayed on FamilySearch.org? I mean the page freezes on me whenever I try to access and open them.
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I've been in and out of the FamilySearch Family Tree on two different browsers every day without any problems.
The first basic troubleshooting suggestion is to try a different browser or clear your FS cookies on your preferred browser.0 -
I tried clearing my FamilySearch.org cookies in their entirety yesterday. It didn't work, unfortunately.
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I also tried a different browser. It didn't work either.
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I have not been able to replicate your problem. It sounds like it might be a technical problem with either your computer or your account. I can see that you have already tried a different browser and clearing your cache and cookies. The only other suggestion I have is to reboot your computer.
We don't typically send people other places, but with your issue it will be best to call our phone line. You can reach FamilySearch in the English language at this phone number: 1-866-406-1830. If you are not located in the United States or Canada there are also other numbers. You can find them at the Contact Us page. Click on your location to see how to contact support.
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Did you log into my account? Because if not, I can give you the info to do that.
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I have tried rebooting my computer yesterday. It didn't work either, sadly.
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@DanielGonik if the problem is at all likely to be with your account, you really need to contact Support.
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Are you sure that they're capable of fixing it?
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I can't judge that, it all depends what is causing your problem, but the point is that (as I understand it) they have access to your account, and they deal one to one with individual users' technical issues in working with FS (which is not something a public forum like this can realistically do). So trying them has to be your next step. I have found them responsive and helpful.
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"Are you sure that they're capable of fixing it?" — if anyone can, it's Support, contacted directly. Nobody here in the Community can do anything for an account problem, and it certainly seems that that's what you're dealing with, if it happens with multiple current browsers for you.
(Last-ditch try, though: you haven't deliberately hobbled your browser(s) by turning off JavaScript and such, right? My spouse [the tech support guy] does that, meaning that FS doesn't really work on his machines.)
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